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Fantasino Casino - Withdrawal cut by £1,589.81

RESOLVED
Complaint Info
Disputed casino Fantasino Casino
Reason Declined payment
Absikal United Kingdom
Posted on September 5, 2019

I signed up with Fantasino, deposited £100 and received a £100 casino welcome bonus. Their terms states that the maximum redemption for bonus promotions is €5000 or currency equivalent.


I won £2,689.81, however I only received £1,100 as ‘cash’ once the wagering requirement was met.

I asked on live chat where my extra £1,589.81 and the operator said that she did not know, then she said a while later that the cap was £1,000. So the rest of my money was not given to me.

This is not what the term says. The term reads:

‘A maximum win of €5000 (or its equivalent in other currencies) is imposed on the bonus promotions. The player will automatically forfeit any winnings above €5000.’

I have attached a picture of the term.

Please help Ask Gambler.

I have seen that the Gambling Commission have started enforcement action where firms have misleading/ unfair bonus terms. I will raise this with the Gambling Commission if I do not get my money.

Posted on September 5, 2019

Hi Absikal,

Thank you for your question.

Our apologies for the confusion, but you are looking at the wrong domain. You are probably reading www.fantasino.com/en (International version). The British version of Fantasino (www.f­ant­asi­no.c­om/gb) clearly says that the maximum win of the Welcome Bonus is 1,000 GBP.

If there is any other question, kindly let us know.

Best Regards,

Fantasino Team

AskGamblers
Posted on September 5, 2019

Dear @Absikal,

Please confirm if the issue has been resolved. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

AskGamblers
Posted on July 1, 2020

Dear all,

Following an email confirmation from the complaint's submitter, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Fantasino Casino Complaints

  • 10 of 11 resolved
  • 1 day avg response
  • 1 week avg complaint life
  • 1,102 USD avg amount

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